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Support Analyst

Cary, North Carolina, United States
October 21, 2016

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Has extensive skills and experience in systems implementations, end-user training and support, and documentation. Ability to analyze, troubleshoot and solve problems in a timely and accurate manner. Energetic, efficient customer/terminal support analyst that works well independently, or in a group setting with reputation for producing high volume, error-free work. Proficient in Windows XP, Windows Professional, Microsoft Word, Excel, Access and Outlook.


Cisco Systems, (Convergys) Morrisville, NC 2015-Present

(American multinational technology company that designs, manufactures and sells networking equipment.)

Software Incubation Support Analyst

Leading and managing multiple projects, often revenue impacting, requiring collaboration among cross functional resources domestic and internationally. Build estimates on software and hardware Cisco products. Defining and implementing software products during the incubation period.

Developing and presenting solutions to product issues of solutions under the supervision of technical management.

Pricing and configuration issues, including Mid-Cycle Refresh support BOM structure and conversion/comparison from a la carte model to Cisco ONE Software

PID/SKU setup and configuration, clearing compliance and other holds

CARQUEST/Advance Auto Parts, Raleigh, NC 2007-2015

(Corporate Headquarters of Fortune 500 Company is the largest retailer of automotive replacement parts and accessories in the United States.)

Support Analyst I

Assisted account executives, store managers, sales rep, and customers with terminal and customer support issues throughout the region. Process up to 40 calls per day and resolve such technical issues as software updates, password reset, downloading applications and training.

Logged calls into Remedy

Installing and configuring computer systems

Analyze call logs to spot trends and underlying issues

Sigma Gamma Rho Sorority, Inc, Cary, NC 2006-2007

(International Headquarters)

Data Administrator Specialist/Data Entry

Input, maintained and updated all membership, affiliate and historical information in the organization’s business database. Monitored and maintained database security and database software, in cooperation with the systems administrator. Helped coordinate events such as the Boule.

Generated customized reports, created queries and list as required in MS Access

Established and maintained data entry and collection integrity

Secured source documents with appropriate backup

Warsaw Middle School, Warsaw, NC 2005-2006

(Duplin County Public School System)

Computer Curriculum Lab Coordinator/Office Assistant

Educated middle school students on how to generate reports, charts, graphs, create documents, databases and presentations; using Word, Excel, PowerPoint and Access. Maintained records of service and lab usage for assessment and planning. Maintained the working order of lab equipment and supplies, which included troubleshooting both hardware and software and making the appropriate recommendations regarding repair.

Maintained, updated, and retrieved files, forms, inventories, logs, and other documents from NCWise.

Set up accounts and passwords for students.

Coordinated faculty meetings, special events and travel arrangements.


Master of Information Technology – Internet Security

American Intercontinental University, Hoffman Estates, IL

Bachelor of Applied Science

Major - Computer Information Systems

University of Mount Olive, Mount Olive, NC

Associate of Applied Science and General Education

Major – Information Systems

James Sprunt Community College, Kenansville, NC

Effective Teacher Training

James Sprunt Community College, Kenansville, NC

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